1. ITU Workshop on “Quality of Service and Quality of Experience of Multimedia Services in Emerging Networks” (Istanbul, Turkey, 9-11 February 2015) FIXED INTERNET SERVICE QUALITY REGULATIONS FOR INTERNET SERVICE PROVIDERS Muzaffer MISIRCI Junior Expert Information and Communication Technologies Authority (BTK) muzaffer.misirci@btk.gov.tr

2. Agenda Regulation of Service Quality Service Quality Measures for Fixed Internet Services – Download/upload speeds – Supply times for internet services – Bill correctness ratio – Failure repair times Evaluation for Application of Regulations

3. Regulations Electronic Communication Law – Competition – Rights of customers – Make widespread – Use of resources – Investments

4. Regulations Bylaw on Quality of Service in Electronic Communication Sector (2010) – Universal fixed phone service providers – GSM Mobil phone service providers – Fixed internet service providers – Call center service providers – IMT-2000/UMTS Mobil phone service providers

5. Regulations Communiqué on Service Quality of Internet Service Providers’ Services (2011) – Definition of service quality measures – Target values for measures – Measurement methods Responsible providers? – Providers with at least 4% of market share

6. Service Quality Measures Download/upload speeds Supply times for internet services Bill correctness ratio Failure repair times – General end users – End users with disabilities

7. Download/Upload Speeds Gateway NTP End User Internet Content Providers Access Network Public Internet Physical AccessTransit End-to-end Service Quality Download and upload speeds Line Termination Internet Service Provider Network Local switch

8. Download/Upload Speeds Speeds should be at least 75% of contracted values on average otherwise penalty The highest 95 % of the data transmission rate Standard deviation

9. Sampling Method 81 cities into five category according to size Providers prefers at least 2 cities from each 15 Mbyte/5 Mgbyte for download/upload The test file from end user PC to test server PC Tests at regular intervals (at least 3 tests for an hour) Separate results for xDSL, fiber and cable Weighted results according to real traffic.

10. Supply Time for Internet Access Time from valid service request to provision of service Supply times by which the fastest 50 %, 95 % and 99 % of orders are completed – One with 95% should be at most values in contracts Full data used Measure includes – First time subscription – Take over of existing access – Additional access line requests to same place – Need of renewal of the technology

11. Bill Correctness Ratio Ratio=Total complaints/total number of bills – Accuracy of internet usage times, tariffs, services, discounts, campaigns, taxes and invoiced amount Complaints about past bills are included Bill queries and failure notifications are excluded Reports are monthly prepared Target is at most %1 monthly

12. Fault Repair Times Measured from notifications to ful restoration in hours Excluding – Advanced date appointments – Locations are not reachable – Failures from belongings of subscribers – Failures from interconnections The time by which the fastest 95% of valid faults on access lines are repaired No target values, yet. The failures are treated differently for disabled subscribers

13. Supply Times Achievements

14. Bill Correctness Ratio

15. Download speed

16. Thanks! If you have questions or comments?